[otrs] moving menu entries out of the admin module

[Cyrille Bollu]

Hi all,

Is it possible to move a menu entry out of the admin module?

My practical use case is that with OTRS::ITSM I would like agents with
rw access to the itsm-service group to be able to encode new services.

Currently, they need rw access to the admin group to get access to the
"services" menu entry in the admin module.

Best regards,

Cyrille Bollu
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[otrs] moving menu entries out of the admin module

[Cyrille Bollu]

(Sorry if it's a duplicate)

Hi all,

Is it possible to move a menu entry out of the admin module?

My practical use case is that with OTRS::ITSM I would like agents with
rw access to the itsm-service group to be able to encode new services.

Currently, they need rw access to the admin group to get access to the
"services" menu entry in the admin module.

Best regards,

Cyrille Bollu

-- 

*Cyrille Bollu *
Belnet . ICT & Logistics
Louizalaan 231 Avenue Louise
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België . Belgique
T: +32 2 790 33 33
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Re: [otrs] "group ro" and the admin module

[Cyrille Bollu]

Hi Nils,

Thank you for your answer; I hadn't found this information anywhere in
the doc.

Cyrille

Le 12/03/2012 13:43, Nils Leideck a écrit :
> Hi Cyrille,
>
> That’s a common misunderstanding in OTRS!
>
> Group_ro only means that you only need “ro” permissions to access the module.
>
> What you can do within the module is not limited or controled by this setting.
>
> The module AdminUser doesn’t have a deeper permission concept.
>
> If you can access the module you can administrate agents/users, nothing else 
> - no further magic or hacks here.
>
> On 12.03.2012, at 20:33, cyrille wrote:
>
>> Do the "group ro" fields in Frontend::Admin::ModuleRegistration work at all? 
>> Or Am I missing something?
>> For example, I've set the "group ro" field to "users" in 
>> Frontend::Module###AdminUser, and, while setting it so does allow users to 
>> see the "Agents" entry, it also allow them to change agents (as if they 
>> would have rw access). I couldn't figure out yet how to give them ro access 
>> only.
>> Is it possible to only give read-only access to admin modules?
> Cheers, Nils


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Re: [otrs] Question about

[Cyrille Bollu]

Hi,

AFAIU, you don't reply to tickets; instead, you reply to article.

So, you reply to the sender of the article, not the ticket's owner.

For what regard the subject, I believe it's related to this design. But
I haven't yet figured it out clearly.

I also find it counter-intuitive, but I don't know if it is configurable.

BR,

Cyrille

Le 29/03/2012 11:53, s.krue...@aswo.com a écrit :
> Hi !
>
> I´ve a question about a certain behavior in the otrs views.
>
> Why does the  "customer" and "subject" in theview "my locked tickets"
> changed, when I get a respond-email to a ticket, where the sender of
> that email is not equal to the customer of that ticket ?
>
> Example:
> The customer of the ticket ist "t.mus...@xx.com". I send an email to
> user "m.t...@xxx.com".
> When I get the answer from "m.t...@xxx.com" the name (From) in the
> view "my locked tickets" changed from "t.mus...@xx.com" to
> "m.t...@xxx.com".
> Is that normal ? What´s the reason ?
> Can I change that , so that always the customer ot that ticket is
> displayed !?
>
> Thanks, Steffi
>
>
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Re: [otrs] Rv: Mail, alias, and login - As a unique client

[Cyrille Bollu]

Yeah, we also spotted the problem.

But haven't looked at a solution because manually changing the ticket's
customer was ok for us.

I wonder why declaring several emails for a customer wouldn't work?

BR,

Cyrille

Le 27/03/2012 17:35, Jober Mijares a écrit :
> Hi! Any help? :s
>
> - Mensaje reenviado -
> *De:* Jober Mijares 
> *Para:* User questions and discussions about OTRS. 
> *Enviado:* Viernes, marzo 23, 2012 11:32 A.M.
> *Asunto:* [otrs] Mail, alias, and login - As a unique client
>
> Hi folks
>
> I have a situation trying to setting OTRS 3.1.2, exactly with the
> customer:
>
> We have the next configuration in our LDAP
>
> rmija...@123.com ---> alias
> ronna.mija...@123.com > mail
> rmijares  > login
>
> So, if i sent a message from thunderbird, depends of my configuration,
> OTRS could receive 3 different options:
>
> "rmija...@123.com" or "ronna.mija...@123.com" or "rmijares"
>
> Because clients have possibility of setting their mail client.
>
> In my OTRS I declared my CustomerID: mail, so, when I sent a message
> from "ronna.mija...@123.com", OTRS took my information as a client,
> but, if another client send his message from his thunderbird where he
> has his Name Account as "client1", OTRS received the email as a user
> that it doesn't know, because the CustomerId is "clie...@123.com" not
> client1.
>
> If I change this value in /Kernel/Config.pm
> CustomerID => 'mail', for CustomerID => 'uid'
>
> Is the same, because of, if I have to sent a message from webmail, my
> information would be "ronna.mija...@123.com", and OTRS doesn't know
> this client, it just know UID "rmijares".
>
> I've been reading about this case in OTRS list, but, I just found one
> user where he want declare more than one email for one user, and this
> not my problem.
>
> I added both var (mail and uid) for customerid, but i didn't get any
> result.
>
> Automatically, this has produced me problems setting service for
> customer, because, when I try to choose the service I can't do it.
>
>
> Any help?
>
>
> Thanks...
>
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>
>
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*Cyrille Bollu *
Belnet . ICT & Logistics
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T: +32 2 790 33 33
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Re: [otrs] Antwort: otrs Digest, Vol 42, Issue 63

[Cyrille Bollu]

thanks for the feedback :-)

Cyrille

Le 30/03/2012 10:52, s.krue...@aswo.com a écrit :
> Message: 2
> Date: Fri, 30 Mar 2012 09:15:57 +0200
> From: Cyrille Bollu 
> Subject: Re: [otrs] Question about
> To: otrs@otrs.org
> Message-ID: <4f755dad.9090...@belnet.be>
> Content-Type: text/plain; charset="iso-8859-1"
>
>
> Hi !
> I find a way to change the displayed subject:
>
> you can change the SYSCONFIG -->>
> Ticket::Frontend::OverviewSmall###ColumnHeader  -->> Change the option
> to "TicketTitle"
> With that option always the subject of the ticket is shown and not the
> article subject of the last customer.
>
> Best regards, Steffi
>
> ##
>
>
>
> Hi,
>
> AFAIU, you don't reply to tickets; instead, you reply to article.
>
> So, you reply to the sender of the article, not the ticket's owner.
>
> For what regard the subject, I believe it's related to this design. But
> I haven't yet figured it out clearly.
>
> I also find it counter-intuitive, but I don't know if it is configurable.
>
> BR,
>
> Cyrille
>
> Le 29/03/2012 11:53, s.krue...@aswo.com a ?crit :
> > Hi !
> >
> > I?ve a question about a certain behavior in the otrs views.
> >
> > Why does the  "customer" and "subject" in theview "my locked tickets"
> > changed, when I get a respond-email to a ticket, where the sender of
> > that email is not equal to the customer of that ticket ?
> >
> > Example:
> > The customer of the ticket ist "t.mus...@xx.com". I send an email to
> > user "m.t...@xxx.com".
> > When I get the answer from "m.t...@xxx.com" the name (From) in the
> > view "my locked tickets" changed from "t.mus...@xx.com" to
> > "m.t...@xxx.com".
> > Is that normal ? What?s the reason ?
> > Can I change that , so that always the customer ot that ticket is
> > displayed !?
> >
> > Thanks, Steffi
> >
> >
> > -
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
> -
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-- 

*Cyrille Bollu *
Belnet . ICT & Logistics
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België . Belgique
T: +32 2 790 33 33
*www.belnet.be <http://www.belnet.be>*
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Re: [otrs] Rv: Mail, alias, and login - As a unique client

[Cyrille Bollu]

Via the web interface.

I guess there's a plugin for email-based commands support though.

BR,

Cyrille

Le 30/03/2012 17:17, Jober Mijares a écrit :
> Hi Cyrille,
>
> How do you change the customer in the ticket?
>
> Do you do that in the web interface or through data base?
>
> Thanks 
>
> --------
> *De:* Cyrille Bollu 
> *Para:* otrs@otrs.org
> *Enviado:* Viernes, 30 de marzo, 2012 2:49 A.M.
> *Asunto:* Re: [otrs] Rv: Mail, alias, and login - As a unique client
>
> Yeah, we also spotted the problem.
>
> But haven't looked at a solution because manually changing the
> ticket's customer was ok for us.
>
> I wonder why declaring several emails for a customer wouldn't work?
>
> BR,
>
> Cyrille
>
> Le 27/03/2012 17:35, Jober Mijares a écrit :
>> Hi! Any help? :s
>>
>> - Mensaje reenviado -
>> *De:* Jober Mijares 
>> <mailto:ronnamija...@yahoo.com>
>> *Para:* User questions and discussions about OTRS. 
>> <mailto:otrs@otrs.org>
>> *Enviado:* Viernes, marzo 23, 2012 11:32 A.M.
>> *Asunto:* [otrs] Mail, alias, and login - As a unique client
>>
>> Hi folks
>>
>> I have a situation trying to setting OTRS 3.1.2, exactly with the
>> customer:
>>
>> We have the next configuration in our LDAP
>>
>> rmija...@123.com <mailto:rmija...@123.com> ---> alias
>> ronna.mija...@123.com <mailto:ronna.mija...@123.com> > mail
>> rmijares  > login
>>
>> So, if i sent a message from thunderbird, depends of my
>> configuration, OTRS could receive 3 different options:
>>
>> "rmija...@123.com" <mailto:rmija...@123.com> or
>> "ronna.mija...@123.com" <mailto:ronna.mija...@123.com> or "rmijares"
>>
>> Because clients have possibility of setting their mail client.
>>
>> In my OTRS I declared my CustomerID: mail, so, when I sent a message
>> from "ronna.mija...@123.com" <mailto:ronna.mija...@123.com>, OTRS
>> took my information as a client, but, if another client send his
>> message from his thunderbird where he has his Name Account as
>> "client1", OTRS received the email as a user that it doesn't know,
>> because the CustomerId is "clie...@123.com" <mailto:clie...@123.com>
>> not client1.
>>
>> If I change this value in /Kernel/Config.pm
>> CustomerID => 'mail', for CustomerID => 'uid'
>>
>> Is the same, because of, if I have to sent a message from webmail, my
>> information would be "ronna.mija...@123.com"
>> <mailto:ronna.mija...@123.com>, and OTRS doesn't know this client, it
>> just know UID "rmijares".
>>
>> I've been reading about this case in OTRS list, but, I just found one
>> user where he want declare more than one email for one user, and this
>> not my problem.
>>
>> I added both var (mail and uid) for customerid, but i didn't get any
>> result.
>>
>> Automatically, this has produced me problems setting service for
>> customer, because, when I try to choose the service I can't do it.
>>
>>
>> Any help?
>>
>>
>> Thanks...
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
> -- 
>
> *Cyrille Bollu *
> Belnet . ICT & Logistics
> Louizalaan 231 Avenue Louise
> Brussel 1050 Bruxelles
> België . Belgique
> T: +32 2 790 33 33
> *www.belnet.be <http://www.belnet.be>*
>
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>
>
>
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-- 

*Cyrille Bollu *
Belnet . ICT & Logistics
Louizalaan 231 Avenue Louise
Brussel 1050 Bruxelles
België . Belgique
T: +32 2 790 33 33
*www.belnet.be <http://www.belnet.be>*
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[otrs] Adding links using the SOAP interface

[cyrille . bollu]

Hi all,

 
I’ve find here http://lists.otrs.org/pipermail/otrs/2009-October/028972.html 
 a way to add 
links using the SOAP API.

 
However, this is not documented in OTRS’ admin manual. And, looking at the 
code, I don’t see anything related to links in the “GenericInterface/Operation” 
folder:

 
support@otrs:/opt/otrs/Kernel$ ls -l GenericInterface/Operation

total 24

-rw-rw-r-- 1 otrs www-data 9087 Jan 26  2012 Common.pm

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Session

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Test

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Ticket

support@otrs:/opt/otrs/Kernel$

 
So, I’m wondering if this is something really supported (by OTRS AG). Does 
anyone here knows?

 
Regards,

 
Cyrille

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Re: [otrs] Adding links using the SOAP interface

[cyrille . bollu]

Hi Gerald, 

 
Thanks for your answer.

 
Ive just understood why I was asking myself this question: The AddLink method 
is not called via the Generic Interface (thats via the nph-genericinterface.pl 
script) but rather via the (old?) rpc.pl script.

 
So, I guess my question might be more clearly stated as Does OTRS AG (fully) 
support the (old?) rpc.pl interface? or, in other words, Can I assume that the 
functionalities offered by rpc.pl will work and that OTRS AG will fix bugs 
found in these modules if we have an active OTRS subscription?.  

 
Best regards,

 
Cyrille

 
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: mercredi 14 novembre 2012 13:29
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Adding links using the SOAP interface

 
It depends on what you mean by "supported". 

If you pay them, will they fix or develop for you? Yes. 

Will it work if you use that hyperlinked method? Yes. (caveat: some of the API 
*might* have changed since 2009)

 
"Why isn't it documented?"

Anything in http://dev.otrs.org  is "documentation" for 
the purpose of programming, and you should be reasonably able to adapt your 
hyperlinked information to LinkObject or any other part of the API.

 
On Wed, Nov 14, 2012 at 4:47 AM, mailto:cyrille.bo...@belnet.be> > wrote:

Hi all,

 
Ive find here http://lists.otrs.org/pipermail/otrs/2009-October/028972.html 
 a way to add 
links using the SOAP API.

 
However, this is not documented in OTRS admin manual. And, looking at the code, 
I dont see anything related to links in the GenericInterface/Operation folder:

 
support@otrs:/opt/otrs/Kernel$ ls -l GenericInterface/Operation

total 24

-rw-rw-r-- 1 otrs www-data 9087 Jan 26  2012 Common.pm

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Session

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Test

drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Ticket

support@otrs:/opt/otrs/Kernel$

 
So, Im wondering if this is something really supported (by OTRS AG). Does 
anyone here knows?

 
Regards,

 
Cyrille


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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

[Cyrille Bollu]

The ITSM plugin is an additional layer above OTRS; It doesn't change 
OTRS in great ways, but rather extends it.


So, I don't believe there will be much impact on your existing setup.

Sure enough, you don't have to change anything to your current setup to 
be able to install the ITSM package. Though, you'll probably want to 
change it to take advantages of the ITSM package's features.


Please, also try to explain to your colleagues that there isn't such a 
thing as an "ITIL compliant" software. Some software, in some version, 
have been certified to be ITIL compliant for certain aspects of ITIL but 
*none of them* has ever been certified for all the ITIL aspects.


BR,

Cyrille

Le 14/03/2013 21:07, Jignesh Kakka (jkakka) a écrit :

Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.
Since we have a new requirement to use ITIL compliant TroubleTicket System,  we 
may need to install the ITSM package.

But I am not sure if existing functionalities may work smoothly.
We are using generic interface for webservices for ticket creation  and using 
some method like creating services or customers using rpc.pl.
So what would be the impact of adding  this new package?


Thanks,
Jignesh
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Thursday, March 14, 2013 1:54 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

On 13 March 2013 20:07, Alvaro Cordero  wrote:

Hello, as per our research, it was certified but according to
information directly from Pink Elephant the certification expired and
from OTRS they informed to us that there was no interest on renewing it.

Check link below

http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285


Off course that doesn't mean OTRS is or will not continue being as
good as it has been, just there was no renewal process of the certification.

Best Regards.

Can't say I've ever head of Pink Elephant (from looking at their website they 
are nothing but consultants who happen to specialise in ITIL, they may have 
assisted with ITIL in the beginning but ITIL itself is now 
governed/registered/trademarked by APMG/Cabinet
Office/TSO) so it's no wonder their certification did absolutely nothing for 
OTRS.

Steve
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Re: [otrs] How to find tickets that have no followup in 2 days

[Cyrille Bollu]

I guess it's what ticket unlock timeout is for.

BR,

Cyrille

Le 18/04/2013 09:15, Darshak Modi a écrit :
How to find that the ticket does not have any follow up in last 2 
days,when its open.

In search or report creation there is no option for followup search,
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Re: [otrs] How to find tickets that have no followup in 2 days

[Cyrille Bollu]

Why don't you use unlock timeout?

*Simply* set an unlock timeout of 2 days and then search for all open 
tickets that are unlocked.


Cyr

Le 18/04/2013 11:09, Darshak Modi a écrit :
As per my understanding,In report creation/generation there is no 
selection of Article update before/after like criteria, which is 
available in search.






On 18-04-2013 PM 02:36, Bogdan Iosif wrote:
You seem to have understood Steven's "search" suggestion as a 
suggestion for something else than a report. I think what he meant by 
"search" is the filtering condition for a report. And you seem to 
already know that reports can be executed from the command line.



On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi 
mailto:darshak.m...@elitecore.com>> wrote:


Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i
tested, can we run the search using command line?
Just like reports , can the searches be run using some pl file?



On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

I don't think you can do this with dynamic stats (the type of
report where you configure fields for columns, filters, etc.
from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl,
SQL and how to integrate a new Perl file into OTRS as a backend
for a static stat report. If you know SQL but not Perl then you
can forget about integrating the report into OTRS and just run a
query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those
entries not having corresponding entries in table
"ticket_history" with their "create_time" column within the last
2 days and their "history_type_id" column = "2" (2 corresponds
to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a
customer posts a reply to a ticket through his web interface or
via email. You need to decide your definition of "follow up" is
the same. You will also need to add to the query references to a
lot of simple dictionary type tables to get actual human
readable values for things like ticket's queue name, service
name, owner, etc. This last part can be covered by just looking
at the database tables and making common sense assumptions.

/bogdan



On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi
mailto:darshak.m...@elitecore.com>>
wrote:

How to find that the ticket does not have any follow up in
last 2 days,when its open.
In search or report creation there is no option for followup
search,

-- 



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[otrs] Support for redundant ODBC CustomerUser backends?

[Cyrille Bollu]

Hi list,

I'm trying to find out how I could setup OTRS to use a redundant ODBC 
backend for CustomerUser objects.


I initially thought I could setup 2 backends pointing to 2 mirrored 
mysql servers. But, it seems that OTRS' code dies with a nice HTTP 500 
error when a backend isn't available.


Has anyone already worked on such a setup?

I remember doing such a setup for agents authentication with an LDAP 
backend using the following in config.pm:


# LDAP agent backend
my @ldaphosts = ('ldap2','ldap1');
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = \@ldaphosts;
...

And it seem to work fine at that time.

Now, is there an easy solution for ODBC backends?

Best regards,

Cyrille
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Re: [otrs] Support for redundant ODBC CustomerUser backends?

[Cyrille Bollu]

Hi Michiel,

Thanks for the answer; There's some food for thought in there.

Of course, we don't use a MySQL server for our Customer data; That would 
have been too easy... ;-) So the proxy solution doesn't apply. (We use a 
MS-SQL non-clustered backend btw)


My understanding is now the following:

For LDAP:

1. The LDAP solution I gave works ok for Auth.pm as a connection to one
   of the LDAP servers is initiated at every agent login (see
   Kernel::System::Auth::LDAP->Auth()).
2. The LDAP solution I gave wouldn't work perfectly for CustomerUser.pm
   as a connection to one of the LDAP servers would be initiated at
   application startup, and kept open until application ends (see
   Kernel::System::CustomerUser::LDAP->new()). Failover to another LDAP
   server would thus require restarting the application.

For ODBC:

1. I can't use 2 data backends as OTRS crashes when any of the backends
   is unavailable + it's not efficient (but I don't really matter about
   that)

Based on this understanding, I think I'll go for a scripted import of 
CustomerUser and CustomerCompany data.


Other options that I'm still considering are:

1. Customize OTRS so that it won't die when a CustomerUser backend
   isn't available => This doesn't seem doable
2. Customize OTRS so that it accepts a 2nd DSN to try to connect to in
   case it fails to connect to the primary one at application startup
   => Restarting the application would still be needed in case of
   backend failure.
3. Add DBD::Multiplex support to OTRS => Doesn't seem well supported
   (no package in Ubuntu)

((enjoy))

Cyrille

Le 25/04/2013 09:54, Michiel Beijen a écrit :

Hi Cyrille,
First of all, if you use a MySQL server it's typically better and 
faster to connect via DBD::mysql rather than via ODBC.
Second, you'll want to use MySQL-proxy or a similar solution as a 
'load balancer'  for your MySQL cluster.

https://launchpad.net/mysql-proxy
http://www.slideshare.net/KrisBuytaert/mysql-ha-alternatives-2010
That way from OTRS you connect to only one 'virtual' server.
If you'd define two data backends all queries typically hit all 
cluster database nodes which seems very inefficient to me.

With the LDAP example you gave the 'failover' happens at connection time.
Within mod_perl typically the connection is not set up for each query 
but only once and then is kept open by Apache::DBI.

Michiel Beijen
Senior Developer
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
I: http://www.otrs.com <http://www.otrs.com/>
OTRS 3.2 - More than a Help Desk System -- Process and Customer 
Management -- Be an early bird with our special offer - 
http://j.mp/11TFPSr


On Wed, Apr 24, 2013 at 4:56 PM, Cyrille Bollu 
mailto:cyrille.bo...@belnet.be>> wrote:


Hi list,

I'm trying to find out how I could setup OTRS to use a redundant
ODBC backend for CustomerUser objects.

I initially thought I could setup 2 backends pointing to 2
mirrored mysql servers. But, it seems that OTRS' code dies with a
nice HTTP 500 error when a backend isn't available.

Has anyone already worked on such a setup?

I remember doing such a setup for agents authentication with an
LDAP backend using the following in config.pm <http://config.pm>:

# LDAP agent backend
my @ldaphosts = ('ldap2','ldap1');
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = \@ldaphosts;
...

And it seem to work fine at that time.

Now, is there an easy solution for ODBC backends?

Best regards,

Cyrille
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Re: [otrs] Support for redundant ODBC CustomerUser backends?

[Cyrille Bollu]

I would love to do something with DBD::Multi but this doesn't seem welll 
supported by Linux distributions.


In the end, I'm considering using the CustomerUserImportExport and 
CustomerCompanyImportExport plugin from OPAR 
(http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT).


Br,

Cyrille

Le 25/04/2013 21:26, Michiel Beijen a écrit :

Hi Cyrille,

On Thu, Apr 25, 2013 at 2:29 PM, Cyrille Bollu  wrote:


Of course, we don't use a MySQL server for our Customer data; That would
have been too easy... ;-) So the proxy solution doesn't apply. (We use a
MS-SQL non-clustered backend btw)

I'm sorry, I don't know why I assumed MySQL.


Based on this understanding, I think I'll go for a scripted import of
CustomerUser and CustomerCompany data.

This is of course always an option, and would probably be easiest.


Customize OTRS so that it accepts a 2nd DSN to try to connect to in case it
fails to connect to the primary one at application startup => Restarting the
application would still be needed in case of backend failure.

Yeah this could be possible.


Add DBD::Multiplex support to OTRS => Doesn't seem well supported (no
package in Ubuntu)

  Maybe the better module to use is DBIx::HA
https://metacpan.org/module/DBIx::HA or DBD::Multi
https://metacpan.org/module/DBD::Multi

And one other option might be, that if the app you pull data from is
HA, to create a customer backend for this specific app that uses its
API, instead of raw SQL.

--
Michiel
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[otrs] otrs.SetPermissions.pl doesn't set the proper access mode to $DestDir when using .procmailrc and not using the --secure switch.

[Cyrille Bollu]

Hi list,

otrs.SetPermissions.pl doesn't set the proper access mode to $DestDir 
when using .procmailrc and not using the --secure switch.


In this case, $DestDir is made group-writeable whereas, according to 
procmail's man page,  it shouldn't.


The offending line in otrs.SetPermissions.pl is the following, but I 
don't know how to correctly fix it:


   # set permissions
   print "Setting permissions on $DestDir\n";
   if ($Secure) {

# In secure mode, make files read-only by default
File::Find::find(
{ wanted => \&MakeReadOnly, no_chdir => 1 },
$DestDir . "/"
);# append / to follow symlinks

# Also change the toplevel directory/symlink itself
MakeReadOnly($DestDir);
   }
   else {

# set all files writeable for webserver user (needed for
   package manager)
File::Find::find(
{ wanted => \&MakeWritable, no_chdir => 1 },
$DestDir . "/"
);# append / to follow symlinks

# Also change the toplevel directory/symlink itself

>
>MakeWritable($DestDir);
>

# set the $HOME to the OTRS user
if ( !$NotRoot ) {
SafeChown( $OtrsUserID, $OtrsGroupID, $DestDir );
}
   }


Best regards,

Cyrille
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Re: [otrs] OTRS on iPad Safari (Chrome)

[Cyrille Bollu]

Why don't you use the OTRS iPhone application?

Le 27/05/2013 12:24, Jan R(ez(ab a écrit :

Hi all.

I have problem with OTRS 3.2.2 in agent interface on iPad (iPhone) 
with Safari (and Chrome too). When I click on empty answer, Safari 
(Chrome too) freeze. I don't have any idea how debuge it.


Can you help me?

Thanks in advance
Jan


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[otrs] Possibility for making 2 Dashboard widgets interacting with each others?

[Cyrille Bollu]

Hi,

I wanted to know if there are API's to make 2 dashboard widgets interact with 
each other, so that, for example, selecting a ticket in the "Open Ticket" 
widget  would show some of the ticket's details in another dashboard widget.

I've had a first look at the code, but at first sight such API doesn't seem to 
exist.

That would be handy though.

Am I wrong that such interaction hasn't been foreseen in the framework?

Best regards,

Cyrille

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Re: [otrs] restoring OTRS to a new server

[Cyrille Bollu]

Hi,

A few day ago, I discovered that the restore.pl script ran the following 
command:


   mysql -f -u$DatabaseUser $DatabasePw -h$DatabaseHost $Database <
   $Opts{b}/DatabaseBackup.sql

Which on my system wouldn't work I believe.

On my system, I ran the following command to restore the database on 
another server:


 mysql -f -u $DatabaseUser -pDatabasePw -h $DatabaseHost $Database
   < $Opts{b}/DatabaseBackup.sql

Maybe there's a bug, and you might want to try and hack the restore.pl 
script accordingly.


Best regards,

Cyrille

Le 16/07/2013 06:49, Andrew S. Meyer a écrit :


I need some help restoring OTRS.  I have an old config that I would 
like to put on a test server and then upgrade.  I'm not sure what 
version of OTRS it was running. 1) how do I find this out 2) when I 
use the restore script, I come up with these errors:


[root@helpdesk ~]# /opt/otrs/scripts/restore.pl -b /home/andrew.meyer/ 
-d /opt/otrs/


Restore /home/andrew.meyer//Config.tar.gz ...

DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access 
denied for user 'otrs'@'localhost' (using password: YE


.pm line 256

ERROR: OTRS-Restore-10 Perl: 5.10.1 OS: linux Time: Tue Jul 16 
00:35:00 2013


Message: Access denied for user 'otrs'@'localhost' (using password: YES)

Traceback (14115):

   Module: Kernel::System::DB::new (v1.144) Line: 227

   Module: /opt/otrs/scripts/restore.pl (v1.14) Line: 90

Restore /home/andrew.meyer//Application.tar.gz ...

create MySQL

[root@helpdesk ~]#

What am I doing wrong?  I've tried changing the mysql options for the 
user to allow ALL permissions, but it doesn't like that.


Thank you,

Andrew Meyer.



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[otrs] rpc.pl vs nph-genericinterface.pl

[Cyrille Bollu]

Hi list,

When trying to access OTRS via SOAP, which one should I use? rpc.pl or 
nph-genericinterface.pl?


The later is better documented but support fewer operations than the 
former...


What's best?

Regards,

Cyrille
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Re: [otrs] Subject can be change?

[Cyrille Bollu 2]

Hi Biro,

If I understand you correctly, you can achieve what you want to do by 
using the "Free Fields" button.


Documented here http://www.mail-archive.com/otrs@otrs.org/msg35045.html

BR,

Cyrille

Le 5/03/2013 11:39, BIRO Zoltan a écrit :


Hi All,

We would like to change the Subject field in AgentTicketZoom, is it 
possible to do somehow?


Thanks!

Zoltan



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